Magdalena Karaś

additional to the previous responsibilities:
-take part in the transition project
-responsible for the contract management and pricing in the german speaking countries
- cooperate with the senior stakeholders during the project implemantation

- Leads and manages a team of 10 -16 staff, including the delivery of development and succession planning
- Delivers the daily Service Level Agreement (SLA) for own team and works with Work Force Management (WFM) to optimise Customer Operations Specialists utilisation and service queues
-Ensures the team complies to the agreed parameters (level of authority, offer book, controls & procedures
-Accountable for the overall performance of team members and the team as a whole, positively recognising excellent performance and effectively managing any underperformance
- Build strong relationships and liaise regularly with business partners to ensure the team has access to all relevant information to perform effectively in their roles
-use the Continous Improvement tools (LEAN methodology) to improve ways of working and eliminate wastes

- Maintain up-to-date knowledge of business processes and procedures for the area of responsibilities
- develop the training plan for the new joiners
- coach and assess agents
- work together with business partners and the teams to improve ways of working

-Deal with voice and non voice customer requests
-Solve complaints and disputes connected with the retail business
-Deal with escalations and difficult customers
-Recognize the process gaps and provide ideas to close them
-Cooperation with other departments like Quality Assurance, Sales, Finance

-Response calls from the supplier
-Clarify the open items on the accounts
-Receive dunning letters and process the invoices for payment